SLA Agreement – Melohosts

Service Level Agreement (SLA)

Last Updated: October 27, 2025

This Service Level Agreement (“SLA”) is a part of our Terms of Service and applies to customers of Shared Hosting and VPS Hosting services (“Services”) from Melohosts.

1. Uptime Guarantee

Melohosts guarantees a 99.9% Network Uptime. Network Uptime refers to the availability of our network infrastructure, including all routers, switches, and public-facing network connections.

Network downtime is defined as the inability to transmit and receive data, caused by a failure of network equipment managed by Melohosts.

2. Service Credits

In the event that we fail to meet the 99.9% Network Uptime guarantee in any given calendar month, you will be eligible to request a service credit. The credit will be calculated as follows:

  • 99.0% – 99.89% Uptime: 10% credit of your monthly hosting fee.
  • 98.0% – 98.99% Uptime: 25% credit of your monthly hosting fee.
  • Below 98.0% Uptime: 50% credit of your monthly hosting fee.

Service credits are applied to your Melohosts account and cannot be redeemed for cash. To receive a credit, you must submit a support ticket within seven (7) days of the downtime incident.

3. Exclusions

This SLA does not apply to any downtime or unavailability caused by:

  • Scheduled Maintenance: We will provide at least 24 hours’ notice for any scheduled maintenance that may impact service.
  • Customer-side errors, including faulty scripts, applications, or website code.
  • DDoS (Distributed Denial of Service) attacks or other malicious activities.
  • Failures of third-party software or services not managed by Melohosts.
  • Circumstances beyond our reasonable control, including force majeure events (e.g., natural disasters, war, ISP failures).
  • Breaches of our Terms of Service or Acceptable Use Policy by the customer.

4. Technical Support

Melohosts guarantees 24/7/365 access to our technical support team via our Client Area ticketing system. We aim to provide an initial response to all technical support tickets within one (1) hour. This guarantee does not apply to sales or billing inquiries.

5. Data Backup

While Melohosts performs complimentary backups for many shared hosting plans (as specified in plan details), these are not guaranteed. Customers are solely responsible for maintaining their own off-site backups. For VPS services, backups are the customer’s responsibility unless a specific backup service has been purchased.